I wanted to share this positive CS experience because I feel it is equally important to mention when a company does right by the customer as it is to call them out when they mess up. It is also a testament to a company's consistency, if nothing else.
One Monday, I accidentally dropped the tempered glass side panel of my Define R6 during PC reassembly after routine cleaning (shameful pic attached).
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I used the customer support form on Fractal's website, which asked for my name, email, phone number, address, case model no. and serial no., all in the interest of faster service. I filled everything out and I asked to purchase a new side panel and asked how I could pay in advance.
They answered on Tuesday, the next day (usually a holiday in a lot of European countries, mind you) saying they have already shipped (!) a new side panel and it should arrive within seven days. No mention of any payment.
Now usually, when I order stuff from mainland Europe (Germany etc.), I get things after 5 business days, the fastest I ever got an item was after 3 days. Well, I received the replacement side panel two days later (Thursday) with absolutely no charge, no shipping, nothing, absolutely free. By the way: my case is 4 years old and the warranty expired 2 years ago. The panel arrived intact, with good packaging, with protective stickers and they even threw in two extra thumbscrews. I took more care installing the new one, naturally
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Here's the correspondence too:
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I was 100% willing to pay for the panel and I wouldn't have flinched if they asked to pay for the panel and shipping, or just shipping, or just the panel, but I still can't believe I got it for absolutely 0€ and in just 3 days. I wish every company had CS like this.
One Monday, I accidentally dropped the tempered glass side panel of my Define R6 during PC reassembly after routine cleaning (shameful pic attached).
I used the customer support form on Fractal's website, which asked for my name, email, phone number, address, case model no. and serial no., all in the interest of faster service. I filled everything out and I asked to purchase a new side panel and asked how I could pay in advance.
They answered on Tuesday, the next day (usually a holiday in a lot of European countries, mind you) saying they have already shipped (!) a new side panel and it should arrive within seven days. No mention of any payment.
Now usually, when I order stuff from mainland Europe (Germany etc.), I get things after 5 business days, the fastest I ever got an item was after 3 days. Well, I received the replacement side panel two days later (Thursday) with absolutely no charge, no shipping, nothing, absolutely free. By the way: my case is 4 years old and the warranty expired 2 years ago. The panel arrived intact, with good packaging, with protective stickers and they even threw in two extra thumbscrews. I took more care installing the new one, naturally
Here's the correspondence too:
I was 100% willing to pay for the panel and I wouldn't have flinched if they asked to pay for the panel and shipping, or just shipping, or just the panel, but I still can't believe I got it for absolutely 0€ and in just 3 days. I wish every company had CS like this.
